10th Day of Automation: Using A.I. to Categorize Customer Service Tickets

December 23, 2016

It’s the 10th Day of Automation! Only 2 more to go – see Day 8 and Day 9.

You can use Artificial Intelligence (A.I.) to automate the categorization of customer service tickets and take the proper actions after. For example, by using Salesforce, Workato, and Watson you can quickly and easily turn the analysis of a customer’s tone into actionable intelligence.

Let’s say you receive a case from an unhappy customer. By integrating Salesforce and Watson using Workato, Workato will send the message to Watson who will analyze that message and score it as “angry.” Workato will then move Watson’s score back into Salesforce, so it is view-able on the customer’s profile. Now that a non-human entity was able to determine the tone of the message, we can set up automatic responses to capitalize on a happy note or prevent customer churn on an angry note by connecting Salesforce with hundreds of other apps using Workato.

You can configure your Workato recipe (what we call our integrations) to take conditional actions, such as sending a text message to a customer if the Watson analysis reads “angry” and they are categorized as “VIP.” Or, if Watson reads a “happy” message, Workato can automatically create a Trello card complete with the customer’s Twitter handle to let the marketing team know and follow up. The possibilities don’t stop there. Use Workato and Watson to use personality insights to drive sales approach, send a survey for a low “joy” emotion, automatically identify experts and crowdsource answers to support questions in Slack – the list goes on.